سياسة الاسترداد

NILOURA RETURN, REFUND & CANCELLATION POLICY

  1. Order Cancellation

To cancel your order, please contact us as soon as possible with your order number. Orders cancelled before dispatch will receive a full refund of any amount paid. If your order has already been dispatched, we will explain the applicable return procedure.

  1. Returns & Exchanges 

You may request a return or exchange of eligible products within 14 days of receiving your order, without giving a reason or incurring additional costs, subject to applicable legal exceptions.

For change-of-mind returns, products must remain in their original condition, without wear, washing, alteration, or damage caused by the customer. Please return any supplied tags, accessories, and packaging.

  1. Defective or Incorrect Products

If a product is defective or does not match the agreed description or intended purpose, you may request a replacement or refund within 30 days of receipt. Niloura will cover the applicable return and replacement costs.

Please provide your order number and a description of the problem. Photos, where available, help us resolve the issue faster.

  1. Exceptions 

Certain products may be excluded from change-of-mind returns under applicable law because of their nature, hygiene requirements, custom manufacture, or a change in condition caused by the customer. These exceptions do not remove your rights concerning defective or non-conforming products.

  1. Refunds 

Refunds are monetary refunds, not compulsory store credit. We will confirm the amount, method, and expected timing when arranging your refund, within the applicable legal deadlines.

For online payments, refunds will normally be returned to the original payment method. For Cash on Delivery orders, we will agree with you on a suitable method of returning the money.

  1. Contact Us | تواصل معنا

Email: [Customer service email]
Phone / WhatsApp: +20 [Phone number]
Customer Service Hours: Sunday to Thursday, 9:00 AM–5:00 PM (Cairo time).

البريد الإلكتروني: [بريد خدمة العملاء]
الهاتف / واتساب: ‎+20 [رقم الهاتف]
مواعيد خدمة العملاء: من الأحد إلى الخميس، من ٩ صباحًا إلى ٥ مساءً بتوقيت القاهرة.

Nothing in this policy limits your statutory consumer rights.

لا يحد أي بند في هذه السياسة من حقوقك القانونية كمستهلك.